When these users then tried to log in to the back office portal the following message in a red box is returned:
"There was a problem processing your request. Could not authenticate user. Please ensure that the credentials you provided are correct."
They have tried setting up new users several times but always run into this issue.
As per the product design, a user can be assigned to one group only. This group does not have access to the policy manager which is the reason that the user was not able to access the policy manager application.